This is an excellent book that makes you think about internal service units and the benefits for any organisation. It cuts right ot the bone and identifies the problems a lot of busineses are experiencing that result in poor CRM. While this book is technically brilliant and practical, it lacks up to date stats and case studies (book was written in 1996 and quotes stats from 1993). Given the large number of internal service units in most companies, there must be tons of case studies and more up to date stats on strutures, models and cost savings.

Being "customer-oriented" has led many organizations to achieve remarkable -- even incredible -- improvements. The customer's role and identity, clearly defined in the market place, are blurred when the organization serves other units within the same company or agency. Richard Hays addesses the problems of internal service units whose "customers" may also be the service unit's suppliers, who may be subsidiary to the service unit, or who may be several steps removed from the service unit's work output. Dr. Hays has the theoretical background to help a manager identify problems and define possible solutions, and he has the practical experience to help a manager tell which solutions sound fine and which ones will really work. Any manager who wants excellence throughout his or her organization, and not just in those units where problems and solutions are obvious, will read this book.